Statements from the following verified business professionals were used to create this chart:
Title |
Company Size |
Industry |
Response |
|
Customer Service Representative |
Medium Enterprise |
Healthcare |
- Successful IVR authentication rates (e.g., how intelligent is your IVR at IDing callers?)
|
|
Contact Center Supervisor |
Medium Enterprise |
Healthcare |
- None, not using/planning/evaluating at the present time
|
|
Contact Center Administrator |
Medium Enterprise |
Financial Services |
- Self-service containment rate (e.g., how proficient is your IVR logic at resolving inquiries)
- % of misrouted calls (e.g., how accurate is your IVR at predicting intents and routing callers to the right resource?)
- AHT (e.g., how long do agents spend on interactions, and specifically how much time is spent with the customer searching for information or putting the customer on hold while searching for information?)
|
|
Customer Service Representative |
Medium Enterprise |
Healthcare |
- % of misrouted calls (e.g., how accurate is your IVR at predicting intents and routing callers to the right resource?)
|
|
Operations Director or VP |
Medium Enterprise |
Retail |
- Successful IVR authentication rates (e.g., how intelligent is your IVR at IDing callers?)
- AHT (e.g., how long do agents spend on interactions, and specifically how much time is spent with the customer searching for information or putting the customer on hold while searching for information?)
|
|
Contact Center- Role not listed |
Medium Enterprise |
Healthcare |
- Self-service containment rate (e.g., how proficient is your IVR logic at resolving inquiries)
|
|
Customer Service Representative |
Large Enterprise |
Automotive & Transport |
- AI solution was more cost-effective vs. adding headcount
- AI was only option to deliver solution
- Self-service containment rate (e.g., how proficient is your IVR logic at resolving inquiries)
- Transfer rates (e.g., how often are agents ill-equipped to resolve an inquiry?)
- Successful IVR authentication rates (e.g., how intelligent is your IVR at IDing callers?)
- % of misrouted calls (e.g., how accurate is your IVR at predicting intents and routing callers to the right resource?)
- AHT (e.g., how long do agents spend on interactions, and specifically how much time is spent with the customer searching for information or putting the customer on hold while searching for information?)
|
|
CRM Administrator or Manager |
Medium Enterprise |
Financial Services |
- None, not using/planning/evaluating at the present time
|
|
Contact Center Agent |
Small Business |
Retail |
- None, not using/planning/evaluating at the present time
|
|
Help Desk Technician |
Medium Enterprise |
Telecommunications Equipment |
- AI was only option to deliver solution
|